System and method for interaction callback pacing

1. A system, comprising:

a processor and a memory, wherein the memory stores instructions, which when executed by the processor, cause the processor to:

receive a first request for a first interaction from a first customer device accessible to a first customer;

receive a second request for a second interaction from a second customer device accessible to a second customer;

store data about the first and second interactions in a data structure, the stored data identifying a state of the first and second interactions as being in a first state;

determine a patience time threshold for the first and second customers based on a type of interaction determined for each of the first and second interactions and a time of the request determined for each of the first and second interactions;

determine, based on the determined patience time threshold for the first interaction, that a callback is to be suggested to the first customer;

categorize priority of the first interaction as a first type or a second type, in response to determining that a callback is to be suggested to the first customer;

in response to determining that the priority of the first interaction is a first type:

modify the state of the first interaction stored in the data structure from the first state to a second state;

monitor advancement of the first interaction in the data structure;

initiate the callback in response to determining that the first interaction has advanced to a particular location in the data structure;

in response to initiating the callback, modify the state of the first interaction stored in the data structure from the second state back to the first state;

in response to determining that the priority of the first interaction is a second type:

automatically identify a time for scheduling the callback, wherein the identified time is based on preferred times of the first customer from history of previous interactions, and predicted traffic to agent devices;

transmit a request to schedule the callback at the identified time;

in response to acceptance of the request to schedule the callback, wait for the identified time to execute the callback, wherein after transitioning the first interaction to the second state, the first interaction is maintained in the data structure with the second interaction; and

execute the callback at the detected time, wherein the callback is an outbound interaction to the first customer;

monitor results of the callback;

in response to the first customer answering the callback, transition the first interaction from the second state back to the first state;

maintain the first interaction that has transitioned back to the first state, in the queue until a first agent is available; and

route the first interaction that has transitioned back to the first state, to a first agent device in response to the first agent being available;

route the second interaction to a second agent device without executing a second callback.

2. The system of claim 1 , wherein the data structure is a queue, and the first state is indicative that the first interaction is a real interaction with the first customer waiting to be connected to a live agent, and the second state is indicative that the first interaction is a virtual interaction waiting for the callback.

3. The system of claim 1 , wherein the instructions that cause the processor to categorize of the priority of the first interaction as the first type is indicative that the callback is to be executed as soon as possible, and the instructions that cause the processor to categorize the priority of the first interaction as the second type is indicative that the callback is to be scheduled for future handling.

4. The system of claim 1 , wherein the instructions that cause the processor to automatically identify time, include instructions that cause the processor to identify the time based on presence information of the first customer.

5. The system of claim 1 , wherein the instructions that cause the processor to automatically identify time, include instructions that cause the processor to access a calendar of the first customer from the customer device.

6. A method comprising:

receiving a first request for a first interaction from a first customer device accessible to a first customer;

receiving a second request for a second interaction from a second customer device accessible to a second customer;

storing data about the first and second interactions in a data structure, the stored data identifying a state of the first and second interactions as being in a first state;

determining a patience time threshold for the first and second customers based on a type of interaction determined for each of the first and second interactions and a time of the request determined for each of the first and second interactions;

determining, based on the determined patience time threshold for the first interaction, that a callback is to be suggested to the first customer;

categorizing priority of the first interaction as a first type or a second type, in response to determining that a callback is to be suggested to the first customer;

in response to determining that the priority of the first interaction is a first type:

modifying the state of the first interaction stored in the data structure from the first state to a second state;

monitoring advancement of the first interaction in the data structure;

initiating the callback in response to determining that the first interaction has advanced to a particular location in the data structure;

in response to initiating the callback, modifying the state of the first interaction stored in the data structure from the second state back to the first state;

in response to determining that the priority of the first interaction is a second type:

automatically identifying a time for scheduling the callback, wherein the identified time is based on preferred times of the first customer from history of previous interactions, and predicted traffic to agent devices;

transmitting a request to schedule the callback at the identified time;

in response to acceptance of the request to schedule the callback, waiting for the identified time to execute the callback, wherein after transitioning the first interaction to the second state, the first interaction is maintained in the data structure with the second interaction;

executing the callback at the detected time, wherein the callback is an outbound interaction to the first customer;

monitoring results of the callback;

in response to the first customer answering the callback, transitioning the first interaction from the second state back to the first state;

maintaining the first interaction that has transitioned back to the first state, in the queue until a first agent is available; and

routing the first interaction that has transitioned back to the first state, to a first agent device in response to the first agent being available; and

routing the second interaction to a second agent device without executing a second callback.

7. The method of claim 6 , wherein the data structure is a queue, and the first state is indicative that the first interaction is a real interaction with the first customer waiting to be connected to a live agent, and the second state is indicative that the first interaction is a virtual interaction waiting for the callback.

8. The method of claim 6 , wherein the categorizing of the priority of the first interaction as the first type is indicative that the callback is to be executed as soon as possible, and the categorizing of the priority of the first interaction as the second type is indicative that the callback is to be scheduled for future handling.

9. The method of claim 6 , wherein the automatically identifying of the time includes identifying the time based on presence information of the first customer.

10. The method of claim 6 , wherein the automatically identifying of the time includes accessing a calendar of the first customer from the customer device.